On September 24, 2024, after a monthslong investigation, the U.S. Government Accountability Office (GAO) released a pair of scathing reports that found the U.S. Department of Education (USDE) failed to properly oversee vendors, follow its own procedures, and properly communicate with students and colleges as they rolled out the new Free Application for Federal Student Aid (FAFSA) form.

The report found, that 74% of the total calls received (approximately for million in all) at USDE call centers went unanswered from January to May, which were the first five months of the FAFSA application cycle. 

Responding to GAO officials expressing concern that the USDE could repeat a similar debacle for the  2025-26 academic year, a USDE spokesperson said the agency has already made improvements for the 2025-26 form which will be fully available by December 1, 2024. In fact, starting October 1st the USDE will test the new form with a limited number of students and institutions to help ensure complete functionality when the form fully launches on Dec. 1st.

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